Installation guide

Cumulative Calls and Average Talk Time by Agent report 7-50
Chapter 7: Running Contact Center Reports
Wave Contact Center Administrator Guide
Report tab
The Report tab displays the following information in a stacked bar chart:
•
Agents. Each agent in the queue is labeled along the x-axis of the report. There are two
additional labels:
•
Unknown Agent(s). Used for calls involving agents who have been deleted from
Wave.
•
Directly to Voice Mail. Used for calls that the queue sent directly to Voice Mail
without ringing any agent’s phone.
•
Total Calls. Total number of Inbound Calls and Outbound Calls per agent. Displayed as
stacked bars, and read against the left y-axis of the report.
•
Talk Time. Average Talk Time Inbound (minutes) and Average Talk Time Outbound
(minutes) per agent. Displayed as two lines, and read against the right y-axis of the
report.
Data tab
The Data tab displays the following information:
•
Agents. Displays on the x-axis of the report.
•
Unknown agents. Calls involving users who have been deleted from Wave.
•
Directly to voicemail. Calls that the queue sent directly to voicemail without ringing any
agent’s phone.
•
Inbound and outbound calls. Displays as stacked bars for each agent. Read against the
left y-axis of the report.
•
Average Talk Time for Inbound and Outbound Calls. Displays as two lines. Read against
the right y-axis of the report.
Release 2.0 Service Pack 1
April 2011